Senior Software Engineering Manager for all BT Contact Centre IVRs. • Responsible for Technology Team leadership, Technical Design Authority, Project and BAU Release Delivery, platform integrity/evolution, technical support etc.• Technical Lead (IVR workstream) for v large contact centre evolution program to migrate legacy Contact Centre Systems to a common architecture, software base and premise datacentre infrastructure. • Program managed weekly agile releases for major marketing/service/technical projects and functional, experience, performance improvements change. Outstanding track record of defect free on-time quality delivery and platform stability.• Transformed ways of working and team shape/culture to form single, cross functional, soup to nuts, agile well-oiled delivery unit.• Technical commercial engagements - ITTs, SOWs, Contracts, SLAs etc• Stakeholder and relationship management for business, projects, vendors• Decom of legacy platforms.

• System and Release Delivery Manager for all multiple-Brand IVRs• Managing all IVR changes and demand from major projects to small functional changes and operational fixes; engaging and managing business and operational stakeholders and projects managers.• Managing IVR deliverables for a numerous large Business and Technological transformation projects.• Developing plans, commitments and release schedules; and managing the delivery of all IVR change from requirements through to production deployment onto Legacy and Consolidated IVR platforms.• Establishing relationships and managing delivery of change through flexible third parties delivery partners.• Includes a lengthy spell as IVR Design & Development Manager, line managed IVR design/development team, IVR design authority and owner of the relationship with Business, Operations, Service management, Vendors etc.• Project managed the successful migration of IVR services off aged legacy IVR infrastructure to secure network platforms to ensure IVR continuity until Consolidated platform available

• System and Release Delivery Manager for t-mobile.co.uk. Online shop (eShop and eOrder Manager) and Multi-Channel Services middleware platform. • Accountabilities include quality, scope and timely delivery; delivery planning; day-to-day management of internal, external and nearshore design/development/test teams through all phases of the project lifecycle; management of deliveries through governance and demand processes; engagement with IT and Business partners; process ownership and improvement; reporting and budget management.• Successful deliveries include: web service platform infrastructure, loadbalancer infrastructure, configuration model, and numerous business propositions – customer loyalty/rewards, eShop Basket, T-Mobile@Home, Reseller/Beyond Voice services etc.

• Managed the delivery of IT CRM (Customer Relationship Management) solutions/projects spanning multiple CRM systems: Genesys ICR, Telsis IVR, Intranet, Offer Management System, Customer Service Agent desktops etc.• System Delivery Manager for Customer Services and Corporate and Intranet and Knowledge Management Platforms.

• Directed Nortel’s Integrated Network Management business for International Optical Networks, Defined and evolved the Portfolio Strategy, and led a team providing Product and Project Management, Product Engineering and Business Operations. • Extensive interaction with a worldwide customer base of PTTs and Major International Telecos.• Led a 25 strong team providing Product and Project Management, Product Engineering and Business Operations.

• Project managed the development and delivery of an integrated suite of distributed applications on PC and Unix platforms (IPMS). High profile leading edge development project essential for C&W to manage their National (Cisco) IP Network and launch key IP-VPN (MPLS) services. • Project managed the development and delivery of an integrated suite of Network Management software applications for a large (SDH) metropolitan network in Sao Paulo, Brazil (Telesp/Telefonica). A major strategic project essential to secure significant optical revenues.

• Created and managed software design/development teams for a broad range of Network Management projects and products for North American and International transmission (SONET/SDH) networks. • Hands-on software designer, developer, integrator and more across a wide range of languages and technologies